For a company Geico’s size, they actually get fewer complaints than you’d expect. Their customer satisfaction scores rank pretty high too. As America’s second-largest auto insurer, they’ve built their reputation on cheap rates that you can get online or over the phone without dealing with agents.

Consumer Reports ran a customer testimonial in April that caught my attention: “I recently switched from another company and am very pleased with my new rate. I like the fact that I do not have to call to get a quote… [the representative] shows up at my house to present a form. Then we go over my information again, and I don’t forget anything because I can print out a copy of everything… [the representative] never once asked me whether I have been insured in the past… I appreciate all the help I’ve received from this agent and feel that I have found the right insurance at the right price. This company does everything it promises.”

So what kind of experience did other customers have with this rep? “Most were pleased with both the price and the service. Most were very satisfied with the transaction and how easy it was… The only suggestion was to get the same insurer as I have… The representative did remind me to check my policy effective Apr. 14th.” Sound familiar? If you’re not sure what your next step should be…

Here’s what this means for you: Sure, there’s always a chance you could get burned by any insurance company, including Geico. But that doesn’t mean you should write them off completely. Just because this story showed up in a major consumer magazine doesn’t automatically make it the whole picture. Before you jump in and buy coverage though, I’d suggest calling their toll-free number and talking to someone directly. That’ll help you figure out if these complaints are legit concerns or isolated cases.

When people do file complaints against Geico, the process has two main parts: arbitration and mediation. Arbitration is pretty straightforward. If you file a complaint, you get to pick how you want to handle it: either through a formal settlement conference with an arbitrator, or through a consumer subrogation process where a mediator reaches out to other people who’ve had similar problems with the company’s advertising and marketing. Mediation can work, but it takes forever, and plenty of people who go that route don’t get what they’re looking for.

Here’s where things get messy. If you dig into Geico reviews from people who actually filed complaints after buying coverage, you’ll find that most didn’t get satisfactory results. Some people waited over a year just to hear anything back. Others who did get resolutions then faced more harassment from the company. Geico even denied payments to people who had legitimate complaints on file. It really looks like they don’t want to own up when their customers get into accidents.

But here’s the flip side. If you check out Geico reviews from people who researched before buying, you’ll see a different story. Many folks who went through the subrogation process actually came out ahead. They got decent discounts on their premiums and pocketed real money when their deductibles got rolled back into their monthly payments. The catch? You need to understand that Geico can jack up your deductible whenever they want. If you’re cool with that risk, you’ll probably be happy with what you get.

There are good reasons to read up on Geico before you sign anything. Here’s one that surprised me: the Better Business Bureau doesn’t track this company. So if you want the real scoop, you’ll need to check out their local BBB page yourself. That’s where you’ll see if any complaints got filed and whether Geico actually fixed the problems in a reasonable timeframe.